Refund policy

Thank you for shopping with Urban Market. We take pride in offering quality products and excellent service. Please read our policy below to understand how we handle returns, exchanges, and refunds.

1. Returns

We accept returns within 7 days of receiving your order, provided that:

  • The item is unused, unworn, and in its original packaging

  • You have proof of purchase (such as your order confirmation email)

To start a return, please contact us at info @ urbanikon.co.za with your order number and reason for return. Once your return is approved, we’ll provide the return address and instructions.

2. Non-returnable Items

Certain items cannot be returned, including:

  • Personalized or custom-made products

  • Sale or clearance items

  • Gift cards or digital downloads

  • Hygiene-sensitive products such as opened cosmetics or personal care items

3. Refunds

Once your return is received and inspected, we’ll notify you by email regarding approval or rejection.
If approved, your refund will be processed within 7–14 working days to your original payment method.

Please note:

  • Shipping costs are non-refundable.

  • If your return is due to a defective or incorrect item, we’ll cover the return shipping.

If your refund is delayed, please first check with your bank or card provider, as processing times may vary.

4. Exchanges

If you’d like to exchange an item for a different variation, size, or color, please contact us within 7 days of receiving your order.
Exchanges are subject to stock availability. If the replacement is unavailable, we’ll offer a refund or store credit. All courier fees would be at your cost for exchanges.

5. Damaged or Faulty Items

We do our best to ensure that every order arrives in perfect condition.
If your item is damaged or defective, please contact us within 48 hours of delivery with photos of the issue.
We’ll arrange a replacement or full refund at no extra cost to you.

6. Shipping Your Return

You’ll be responsible for return shipping costs unless the return is due to an error or defect.
We recommend using a trackable courier service to ensure safe delivery, as we can’t guarantee that we’ll receive your returned item.

7. Need Help?

If you have any questions about your return or refund, please reach out to our support team  — we’ll get back to you within 24 hours.